Viart Shop

In order to tune your support center you have to define its main settings. Please go to Administration > HelpDesk > HelpDesk Settings.

As you can see the screen is divided into 4 sections:

• Global Settings
• HTML Settings
• Administrator Email Notification
• User Email Notification

Global Settings

• Knowledge Base Category defines the article category support tickets will be added to in case you want to save them for further usage. The list of categories in the drop-down menu includes all existing article categories and is set to Knowledge Base by default. You may find more information about the Knowledge Base in the "Knowledge Base" section of the manual (see details).
• Status for article added to Knowledge Base defines which status will be assigned to new articles added. Note that you can add/edit statuses via the admin panel (Administration > Articles > Article Statuses). Also, you may find more detailed information on articles in the "Articles" section of the manual (see section 10).
• Attachments Directory points the folder where all files sent as attachments to support requests will be stored. Note that you can point a relative path if the folder is located within the root folder, e.g. ../support_attach.
• Random Image Validation allows defining whether you want to make your user enter random figures while filling in the request form or not as well as which users (all or only unregistered).

HTML Settings
This may include your welcome note or some instructions on how to fill in the form. Note that you may use html tags and thus insert pictures, links and any other items needed.

Email Notification
You can set the system to send you e-mail notification whenever a support request is received. Note that customers will receive notifications whenever a reply is sent by default, so it's recommended to fill in the appropriate fields to avoid sending empty letters.

In order to receive administrator's notifications tick off the 'Send Notification to Administrator' check box and fill out the corresponding fields.

Note: you can get a detailed description of all e-mail fields if you click the 'click here to learn more about all email fields' link.

ViArt can send email messages in both HTML and Plain text formats. Setting the 'Message Type' radio button to 'HTML' allows sending emails in HTML format, thus HTML tags will be used for formatting message as HTML. The 'Plain text' option discards any HTML formatting - the message will be sent as it is.

Another option of the e-mail notifications is that you can use special ViArt tags. These tags are placed in braces and are replaced by tags values when an e-mail message is sent. For example, the {user_name} tag will be replaced by the customer's name. You can look through the full list of such tags by clicking the 'click here to learn more about email settings and see all available message tags' link. Note that you can add these tags both into email subject and email body.